Assistant Ecommerce Operations Manager

We are the Nestlé Nespresso SA Company and are proud to be one of the fastest growing operating unit of Nestlé. Our passionate, entrepreneurial-minded team has transformed Nespresso into the reference in portioned coffee and one of the world's most trusted brands. Our growth comes from our commitment to research and development in order to pioneer and be the reference in the portioned coffee sector to provide the very highest quality coffees that could be enjoyed in the comfort of consumers' own homes and also savored at out-of-home locations, such as restaurants, hotels, offices and luxury retail businesses. We guarantee quality by taking a careful, thoughtful approach in how we source our ingredients, produce and market our premium coffee products. With corporate headquarters in Lausanne, Switzerland, Nespresso is present in over 60 countries and counts over 12,000 employees worldwide. To learn more visit.

**Position Snapshot**
Location: Petaling Jaya, Selangor, MY

Company: Nestlé Malaysia (Nespresso)

Full-time

Bachelor's Degree

4+ years of experience

**Position Summary**
The Assistance E-Commerce Operations Manager is responsible to build relevant and consistent best in class customer journeys / user experiences across all online touchpoints, in alignment with the CRM Insights and according to the defined Campaigns plans and Commercial initiatives.

He/She is responsible for the definition of both user experience and eMerchandising A/B test hypothesis and scenarios (by analyzing customer satisfaction surveys combined with Web Analytics and CRM Insights data) to improve the eCommerce channel new member acquisition & sales performance and the customer satisfaction scores.

**A day in the life of...**
- Act as the eCommerce representative in all global and local projects' definition and planning initiatives to ensure the efficacy and consistency of all experiences delivered on digital boutiques.
- Collaborate with the eCommerce Merchandising executives and plan their activities according to the defined OP and OMP
- Coordinate the definitions and integration of all customer journeys, product launches and digital campaigns into the content management system (copy, visuals, banners,) for both global and local campaigns.
- Manage the eCommerce Project Porfolio and cascade actions to the eCommerce Merchandising coordinators, ensuring proper project management to cover in time and quality all project's aspects, from pre-alignment with HQ counterparts and effort pre-assessment to local set-up, test, final publishing and post-mortem analysis.
- Define, Plan & Activate eMerchandising activities through cross-sell, up-sell & eCRM possible strategies
- Works with all other departments to define and plan their projects that have an online dimension.
- Plan resources according to required Market Acceptance Tests (both front-end and back-end) in coordination with local IS stakeholders for all digital boutiques as per OP plan.
- Coordinate and manage delivery of digital projects, leveraging & supporting external agencies to ensure timely delivery and quality of digital assets while aligning closely with technical & brand guidelines.
- Setup and Manage operations on Marketplace digital boutiques
- Monitor digital KPIs with a strong focus on customer journey & behaviors as well as
- Monitor customer feedback on digital boutiques in marketplaces from all available sources
- Build Insights on Online Customer Journey and turn them into actions from campaign initiative and merchandising optimizations to maximize channel performance.
- Optimize digital channels backend performance with relevant stakeholders
- Monitor external, site centric and CRC indicators to report and consolidate digital KPIs (sales, brand ranking, conversion funnel, average basket, customer's complaints, channel share )
- Cooperate with internal stakeholders to optimize the orders' manual validation process if needed.
- Monitor the channel performance progress vs targets, with strong focus on sales performance, behavioral funnel analysis and customer satisfaction/NPS and for designing optimization recommendation built by leveraging key insights produced by the eCommerce Analytics Specialist

**What will make you successful**
- Graduate with 4 years' in managing an eMerchandising / Web mastering team ideally
- Strong experience in Web mastering / eCommerce platforms management (Content Management, Merchandising, A/B testing & personalization)
- Project Management (PM Certification a plus) and strong commercial acumen
- Experience in SEO strategy and optimization.
- At ease with Web Analytics - Google Analytics Certification a plus
- Understanding of the online acquisition activities and their impact on eCommerce sites.
- Previous CRM experience is a plus
- Proven experience in working and influencing people, teams/functions not in direct reporting line.
- Knowledge in HTML, CSS, JavaScript, experience across multiple CMS & photoshop tools
- Proven e